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Create Skills

The Skills tab allows you to define a skill and associate it with a Work Group.

What do you want to do?

Tasks in this Topic Include:

Skill Fields
Access the Skills Window
Create a New Skill
Modify a Skill
Delete a Skill
Moving Skills to a Workgroup

Related Tasks:

Skill Fields

These are the available fields used to configure Skills in a Work Group.

Skill Fields	Description
Skill Name	Name of the skill.
Skill Code	Three-character skill code that represents a skill throughout Monet for the workgroup.
ACD Group ID	Unique Skill ID from the ACD device (varies by Manufacturer).
Site Name	Site name associated with the skill. As skills are created, it defaults to Start Up time zone when originally created.
Select Workgroup	Select an existing workgroup to associate with the skill. By default this field is completed with the name of the workgroup in which you are working. If you are creating lots of skills for several workgroups, we suggest you log into each workgroup and enter the skills by group.
Skill Type	Choose the appropriate type for the traffic carried by the skill.
Description	This is a free form field that appears in some reports. It can be a repeat of the skill name or a description of the tasks in the queue.
ATT	Average Task Time in seconds. This field will initially have a default value entered and is used when a data collector is not going to be used. If a data collector will be used then Monet will take the actual ATT time provided by the collector when running the Forecasts and not the value entered in this field.
ATW	Average Time to Wrap up in seconds. This field will initially have a default value entered and is used for Forecasting when a data collector is not going to be used. If a data collector will be used then Monet will take the actual ATW time provided by the collector when running the Forecasts and not the value entered in this field.
Priority	Priority for handling a call (a higher number shows a lower priority). Monet can simulate prioritized queues in your ACD. The smaller the number, the more important the queue.
Count overflow calls as	Tells Monet to add overflowed calls to the counts for abandoned calls, add them to the counts for handled calls, or to ignore them (the default).
Answer / Abandon time	Provides the Average Speed to Answer (ASA) or Average Time to Abandon (ATAB) to average into the existing ASA or ATAB for handled or abandoned calls, respectively. It is applied only if there is no time to overflow provided in the imported history.

Access the Skills Window

Select Setup from the left-navigation menu.
Select Workgroups.
Select the workgroup you want to associate the skill with from the Workgroup drop-down menu.
Select the Skills tab.

Create a New Skill

Select the New button.
Enter the name of the skill in the Skill Name field.
Enter the unique skill ID from your ACD (varies by ACD Manufacturer) in the ACD Group ID field.
Enter a brief description of the skill in the Description text box.
Enter a three character code for the skill in the Skill Code field.
Select the Site Name the skill is assigned to.
Select the Skill Type from the drop-down menu.
Enter the Skill Type values (see Set Skill Type Values).
Select Save.

Modify a Skill

Select the skill to modify in the Skill Name drop-down menu.
Select Edit.
Update the fields as needed.
Select Save Skill Code.

Delete a Skill

Select a skill name from the Skill Name drop-down menu.
Select Delete. A confirmation window is displayed.
Select Yes. (The system will also delete skill related data such as work history, forecasts, schedules, and rosters).
Select Save.

Moving Skills to a Workgroup

To move skills to a new workgroup:

Determine which skills or skill teams need to be modified or removed.
Select Setup > Workgroups > Skills tab in the left-navigation menu.
Choose the Workgroup the skill is to be moved to from the Skill Name drop-down menu.
Select Change.